Blog:InGenius Workflow Integrations

By Katherine Burnett / Published on March 12, 2018

One of the things that's important to us here at InGenius is that our computer telephony integration (CTI) solution works in a way that's right for you. That's why InGenius Connector Enterprise is highly configurable, right out-of-the-box. Our standard options let you set your own speed dials and pick the search criteria for inbound and outbound calls. Administrators can pre-fill information and templates, and determine the buttons required for different call groups.

But sometimes, organizations want to take their CRM integrations even further. That's why we provide workflow integrations. Let's say, for example, you want to be able to populate your agents' interface with info from your interactive voice response (IVR) system, or add a scheduling field. Our team will work with you to make that happen. InGenius works with custom objects or entities in your CRM, as well as IVR data.

These flexible workflow configurations improve productivity upon implementation, but they also make it significantly easier and faster to address future change-over considerations and critical workflow requirements in a maintainable way. Contact centers have the control to decide how they want CTI to work for their business, without the need for a costly professional services engagement or weeks of delay waiting on custom development work. We've built a multitude of workflows for different types of industries, and we can leverage that knowledge to provide the customization you need.

The best part about workflow integration is you don't even need to know exactly what feature you're looking for. We'll book a conference call so we can find out what you're trying to achieve, whether that's reducing clicks, improving customer satisfaction or something else, and find the fix that works for you.

Zurich Insurance Group is a global insurance company serving customers in more than 170 countries and territories. They're in Forbes' top 100 largest public companies, and they've been serving businesses worldwide for over 140 years. They're also one of our customers using workflow integrations. Zurich did a custom integration that integrates call recording from Verint, helping them with compliance, liability protection, and quality management. With InGenius, Zurich also gained better visibility and control of their call center operations through a 360-degree view of call interactions using reports within their CRM.

Workflow integrations make sure teams can work exactly how they should, without extra steps, processes, or frustrations. Want to learn more about how workflow integrations can work for you? Watch our video for more ideas: